Payments
Can I pay via Paypal?
No. We are not comfortable with the Paypal platform for security reasons. Paypal allow Owners of unverified accounts to make payments, exposing our Sitters to risk of payment from stolen credit cards. As a marketplace merchant platform, Paypal do not ...
Releasing Funds after Booking Completion
In order for funds to be paid out to the Sitter after the successful completion of the booking, Pet Owners need to click [Release Funds & Review].
Who do I pay?
You need to make the Payment to PetCloud by clicking the MAKE PAYMENT button in your message booking thread with your chosen Sitter https://www.petcloud.com.au/messages Making a payment via PetCloud ensures your pet will be covered by insurance in ...
I don't have a credit card. Can I make a direct transfer?
No. We don't accept direct transfers of money for bookings for cybersecurity reasons. Every customer must go through the online Stripe Checkout if you want to make a booking. So if you don't have a credit card, you will need to request a Visa Debit ...
How do I update my credit card?
Please go to the Stripe Portal and log in with your email address to update your credit card: https://billing.stripe.com/p/login/4gwdS42Sr4FW3qE4gg You will then need to create a fresh booking. If you need assistance, reach out to our Accounts Team: ...
Can pet care be deducted from taxes?
Potentially, find out more on the ATO's website. Guard dogs have special permits. Commercial Guard dogs can't be booked for care through PetCloud.
How does PetCloud keep my data and payments safe?
1. We do not store your Credit Card details or your Bank Account details on the PetCloud platform. Our third party payment gateway provider named Stripe who are PCI compliant stores your details. 2. We use TLS Transport Layer Security and encryption ...
What should I do if a Pet Sitter asks me to pay in cash?
Some Pet Sitters offer to pay in cash, enticing you with a discount. This is called “Tax Evasion” and is illegal in Australia. Unfortunately, the price of paying cash and accepting service from a solo Pet Sitter means that 1) Insurance will not be ...
Do house sitters get paid?
Yes - on PetCloud, House Sitters get paid. We recognise that short term stays at someone else's house can sometimes be inconvenient. The property may not be of the same standard. Amenities may not work as well. The familiar comforts aren't there. ...
Challenges with mental health
SANE Australia provides support to anyone in Australia affected by complex mental health issues, as well as their friends, family members and health professionals. Call 1800 18 7263, 10am – 10pm AEST (Mon – Fri), or chat online.
How much are transaction fees?
Stripe charge a transaction fee of 1.75% + .30 cents when you book through their secure checkout.
Use Credits to pay for bookings
PetCloud credit will automatically apply to your booking. If your PetCloud credit is less than your booking, the remainder of the booking is charged to your payment account.
When will my pet sitter get paid?
To send a payout to the Pet Sitter, at the completion of the booking, you need to click [Leave a Review & Release Payment]
Do you charge GST
All bookings are inclusive of 10% GST.
Why pay via PetCloud?
1. Your payment is protected when you pay via PetCloud as its held in escrow by PetCloud and paid out to Pet Sitters only when the job has been completed successfully. If the job was not completed satisfactorily by the Pet Sitter you may also request ...
Financial Disputes
When resolving Disputes, best practice is to focus on 2 things and to work together to solve it as quickly as possible. You need to tell us: What the problem is What you want us to do to fix the problem Then provide details: Attachments such as a ...
My payment failed. What causes failed payments?
There are 7 common causes for failed Pet Owner's payments: 1. Insufficient Funds You did not have enough money in your account to complete the transaction. This can be solved by you depositing more funds into your bank account and then we can re-bill ...
I am an NDIS Participant
NDIS Participants will be invoiced by PetCloud as a Provider through the NDIS Portal.
What is the Booking Fee?
The booking fee is a small fee charged to ensure we cover our operational costs to serve you and our sitters and continue to operate our community sustainably. This can range from $2 to a maximum of $40 (GST included) for a confirmed booking. This ...
Do I have to add money to do a transaction?
It depends on the existing balance available to use in your wallet. If you already have credits in your wallet then you don't have to add money. You will be prompted to add required funds while confirming a booking. Any deficit must be funded before ...
How will I get my refunds if I want to cancel a booking?
All refunds are subject to the Sitter’s cancellation policy i.e. Flexible, Moderate and Strict. We will process any refunds into your PetCloud wallet directly. You can use credits for any other transactions on PetCloud.
How do I cancel a booking?
There are 2 types of bookings on PetCloud: Once Off (such as house sitting and pet sitting). Repeat Weekly Bookings (such as dog walking, home visits, and doggy day care). You can cancel your once off booking by clicking on the Cancel button in the ...
Can I pay in cash to the Sitter?
No - But it's for you and your pet's protection. The benefit of booking through PetCloud, means you'll: Have a pet that is insured with our third party insurance so that (for example) in the instance of a pet accident, and they need emergency ...
What does Escrow mean?
Escrow generally refers to money held by a third-party account on behalf of transacting parties until certain conditions are met. If as a Pet Owner you post a job and a Pet Sitter makes an offer, when you accept that offer and propose a Meet & Greet, ...
When do Pet Sitters get paid?
In order for funds to be paid out to the Sitter after the successful completion of the booking, Pet Owners need to click [Release Funds & Review]. New Pet Sitters first payout is made 7 days after the booking ends. (We hate delays as much as you do, ...
My Booking Payment has failed
Your payment to PetCloud may fail because: You have maxed out your credit card You don't have wifi or data reception on your smart phone You may have security restrictions on your bank card you need to remove to allow online payments. Your card is ...
How much are prices for services?
Pet sitters set their own prices and the services they want to offer on PetCloud. Prices do vary depending on the services requested, the size of the dog, whether there are multiple dogs, and the length of stay. Sitters will usually charge more for ...
When do I make the payment and to who?
Payment for bookings are always done upfront to PetCloud before the service begins via your message thread via the website or App. To make a payment head to your PetCloud message inbox and click the [MAKE PAYMENT] button on the relevant booking ...
Can I pay at the end of the booking?
No. We enjoy our job and do not wish to turn into a debt collection agency. From past experience, when we did trial this, some Pet Owners would max out their credit card on their trip away, and upon return, pick up their pet from the Sitter and then ...
Is PetCloud a Registered NDIS Provider?
Yes. PetCloud is a Registered NDIS Provider in QLD, NSW, ACT, VIC, SA, TAS , WA and NT. PetCloud works with all forms of NDIS funding, including: NDIA managed Plan-Managed Self-Managed You can Request a call back from our NDIS Team Members to discuss ...